311 is New York City's single number for non-emergency services and information about City government. In addition to the 311 phone line, 311 Online provides customers with information and access to City government services through NYC.gov; certain types of 311 service requests can be submitted via 311 Online as well. The City also uses Twitter to provide greater access to public information about New York City, such as citywide events and other topics.
In order to maximize customer efficiency for telephone and online customers, the 311 Call Center is comprised of the following departments:
Content & Agency Relations (CAR) - manages the day-to-day relations with agency partners and develops and updates content in the knowledge management system used by both the call center and 311 Online.
Performance management - increases efficiency of customer service in the City of New York by facilitating data driven performance management, providing insight into performance via standard reports, using a comprehensive business intelligence tool that delivers a full range of analytics and reporting capabilities.
Training - the training team at 311 prepares new call center employees to serve the City of New York with quality customer service and helps more seasoned employees further hone necessary skills. The training team approach includes multi-disciplinary instruction methodologies and the design of instructional material to teach computer systems, customer service standards, as well as call center policies and procedures.
Quality assurance - increases efficiencies and customer satisfaction through effective tools and resources. Ensures correct, clear and professional interactions between customers and call center representatives.
Operations - supports, and teaches employees how to effectively and efficiently assist its customers. Operations uses different monitoring and measurement tools to obtain data and to provide routine feedback.